Business Analyst

About Us:Head Digital Works (HDW) is a pioneering force in Indian online skill gaming, evolving from a 2006 garage startup to a market leader with over 80 million users and powerhouse brands like A23 Rummy, A23 Poker, and Adda52. Over nearly two decades, we've helped shape India’s real money gaming landscape with innovation, responsible gaming practices, and exceptional user experiences. With a strong focus on sustainable growth and trust-driven relationships, we continue to invest in technology and talent to build immersive gaming ecosystems — and drive the future of digital entertainment in India.

About the Role:We’re expanding our customer experience operations and looking for someone to lead the tech and data stack for support at HDW. This role is central to digitally transforming how we serve players, enable support agents, and scale operations efficiently. You’ll be the single point of ownership for CX tools, data flows, automations, and analytics, working closely with product, tech, finance, and data science teams. This includes everything from tooling decisions and workflow design to reporting automation and experience-led improvements.

About You:You have 2–3 years of experience in customer service operations, analytics, or tooling — ideally in a fast-moving tech or digital-first environment. You’re fluent in both data and operations, and can easily switch between SQL queries and support queue flows.

Key Responsibilities:

• Own and manage the entire CS tech stack – including budgeting, scoping, implementation, and scaling
• Administer and optimise ticketing platforms (Zendesk, Freshdesk), CTI tools (Ameyo, Ozonetel), and related systems
• Set up and maintain ticket routing, rule-based logic, SLAs, and access roles
• Build and maintain dashboards/reports using SQL, Power BI, Tableau to track KPIs like CSAT, FTR, and agent performance
• Collaborate with cross-functional teams to identify and implement workflow automations and product-led deflections
• Drive tooling and data integration across vendors and internal systems
• Document business requirements through BRDs, process flows, and SOPs; lead implementation through structured stakeholder management

You bring:

• Hands-on experience with Zendesk, Freshdesk, Ameyo, Ozonetel, or similar tools
• Working knowledge of SQL, Power BI, Tableau for building reports and dashboards
• Experience in managing automations, routing logic, and vendor tool integrations
• Comfort working cross-functionally in a high-growth, constantly evolving setup
• Bonus: MBA or structured business/process experience

You’re a great fit if you:

• See customer service as a mindset, not a function
• Thrive on reducing customer and agent effort through tech and logic
• Believe data is the foundation of good ops decisions
• Stay curious, adapt fast, and never stop learning

Why Head Digital Works?At HDW, innovation meets ownership. We value autonomy, experimentation, and continuous improvement. You’ll work with passionate teams, cutting-edge technologies, and systems that touch millions of users — all while building toward the future of digital gaming in India.

What We Offer

• Competitive Compensation
• Comprehensive Mediclaim Coverage
• Accelerated Career Growth Opportunities
• Recognition Programs Focused on Excellence
• A Diverse, Inclusive & Collaborative Work Culture